I followed the instructions in Setting up Ticket Sync from Zendesk to Salesforce, but cases aren't being created or updated in Salesforce.
- Open Admin Center and verify if the ticket sync is enabled.
- Check if the (Salesforce Integration) Sync tickets to Salesforce trigger is active.
- If ticket sync is enabled and the trigger is active, you should see an entry within the event view after creating or updating a ticket:
- If you see the entry, turn on the Salesforce logs. If you don't see this type of event in your tickets, review this article: Setting up Ticket Sync from Zendesk to Salesforce.
To run the Salesforce logs
- Log in to Salesforce using an Administrator account.
Note: This does not need to be the same account used to authenticate from Zendesk to Salesforce. It can be any Salesforce Administrator.
- Go to Setup > Environments > Logs > Debug Logs and create a new User Trace Flag with the details listed below.
- Traced Entity Type: User.
- Traced Entity Name: Select the user used to authenticate from Zendesk to Salesforce (This is the user used to login to Salesforce after clicking Connect in Central admin).
- Start Date: Current Datetime.
- End Date: Current Datetime plus 30 minutes.
- Debug Level: You can use any existing debug level as long as it has at least “DEBUG” for Apex Code and System.
- Click Save. You can now start debugging.
- Create a ticket in Zendesk that meets the conditions of your trigger to push to Salesforce as a case.
- Check the events of the ticket to be sure the trigger (Salesforce Integration) Sync tickets to Salesforce fired and you see Message pushed to target.
- Switch back to Debug Logs in Salesforce and refresh the page.
- Look for new entries with Request-type: API and Operation: /services/data/v45,9/components/sobjects. Depending on the level of activity in your Zendesk, there may be multiple entries. Filter through the entries to identify the correct one.
- Click View to open the log.
- Look for Validation Fail or Required field missing messages, as these prevent the case from creating in Salesforce.
If there is no log available, this might indicate the one of the below:
The User Trace Flag had the incorrect user in the Trace entity name.
To find the user who authenticated that connection to SFDC, go to Connected App Oauth Usage and click on the user count value.
- The trigger/target doesn't reach your SFDC instance.
To make sure they are connected properly, open a new incognito window browsing session and return to Admin Center. Once there, disconnect the Salesforce integration and then reconnect it. When reconnecting to log into SFDC as a System Administrator, insure full access to the necessary fields/objects.
Note: There are some situations where the trigger will not fire on ticket updates to SFDC. For example, ticket deletion, automatic system closers (28 days), and ticket imports using the Import API.
If the above steps don't help to identify the cause of the issue, contact the Zendesk support team with the ID of the ticket created.
The Zendesk tickets are not syncing again to salesforce Account object. It was working fine until 2 weeks ago. please help
HeyO @... - please contact customer support as documented here https://support.zendesk.com/hc/en-us/articles/360026614173-Contacting-Zendesk-Customer-Support if you'd like to get help with an issue
I'll check to see if you've got any open tickets to discuss this issue and if so, will confirm that they're in the right place to get help.
Hello @..., checking the status of this....
We are still experiencing this issue which means our reporting between the two systems is not alike and field teams are not able to view ticket details as a result of the sync failure for tickets exceeding the 32k character limit. Thanks
This looks like a field-limitation on the SFDC-side: the Description field in the case object is capped at 32k characters, so any ticket created where the first comment exceeds that length will never be able to sync (description is set at creation and cannot be changed). I'm raising a new bug report so that our Devs can hopefully implement some truncation logic to handle this more gracefully.
Thanks for the heads-up on this; you're exactly correct: this is due to a field-length limitation on the SFDC-side. Because description is fixed after ticket-creation, any ticket with an initial comment that exceeds this length will never sync. I've raised a bug ticket to our Developers to look into how this could be handled more gracefully on our side (likely through similar truncation).
Until a long-term fix for this is released on our side, truncating to 32k chars prior to ticket-creation is going to be the best way to insure tickets sync to cases successfully. It should also be possible to re-import existing tickets whose description field values are too long using the API: https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_import/ , removing the old ticket after a new one is created with a truncated description.
Hopefully this helps to resolve this issue for you
thank you @...
@... & @...
How can I truncate tickets to less than 32k char's before the integration trigger syncs tickets to salesforce?
Did either of you solve this issue?
Our Developers have indicated that this truncation is something they're going to look into, but they don't have the resources to tackle it in the near future.
As for the best way to tackle this truncation yourself, well that would depend on how those tickets were getting created. If they're coming via email through an external support address, perhaps that system could truncate the message itself before it's sent along to Zendesk. Similarly if they're being created via an integration/the API, I've seen cases where systems handle the truncation prior to generating the payload that gets pushed over.
Dwight Bussman is the ZenDesk to Salesforce sync only one directional? Does the sync accommodate Salesforce to Zendesk?
The Ticket sync goes from Zendesk to SFDC only; updating the Case in SFDC will not update the ticket in ZD.
The Account/Contact/Lead sync goes from SFDC to Zendesk only; updating the org/user in Zendesk will not push back into Salesforce.
If you need to update tickets in Zendesk without leaving SFDC, that can be done within the Ticket View from the Account/Contact/Lead/Opportunity pages (any/all of which can contain the ticket view). In order to do so, the users would need to have linked their Zendesk credentials so that we know on whose behalf the ticket is being updated.
Oddly, it seems it's not possible to directly update the ticket from the Ticket View embedded on the Case object.... I'm looking into why that might be.
Thanks for the quick reply Dwight!
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